Why Employees Aren’t Using Your EAP but Will Use Coaching
The Utilization Problem Every Employer Knows
Most EAPs were built for yesterday’s workforce. Wave’s coaching is built for today.
So, you invested in an Employee Assistance Program (EAP) and on paper, it looks like a smart benefit: confidential counseling, a hotline for support, and a referral system when employees need specialized care. Yet when you look at the numbers, usage is painfully low.
Industry-wide, EAP utilization rates hover at just 2–5% according to SHRM. That means over 9 out of 10 employees who are eligible for support never take advantage of it.
At the same time, stress, anxiety, and burnout are driving massive costs. The World Health Organization estimates depression and anxiety cost the global economy $1 trillion each year in lost productivity. In the U.S. alone, Gallup estimates disengaged employees cost businesses $1.9 trillion annually.
So the problem is not lack of need. The problem is that the solution you are paying for is not actually being used.
Why Traditional EAPs Fall Short
Traditional EAPs were designed decades ago for a different workplace and a different definition of employee wellbeing. Back then, they were primarily crisis services: call a hotline if you are in serious distress and get referred to a counselor.
Today’s workforce has more complex needs. Employees want proactive support for stress, burnout, grief, parenting, financial pressure, and everyday challenges, not just a crisis response. Traditional EAPs fail to meet that demand for several reasons:
Stigma still lingers. Calling the EAP feels like admitting something is wrong. Even though services are technically confidential, employees often worry that HR or their manager will know they reached out.
Access is slow. Many EAPs refer people into community therapy networks, which can mean waiting weeks or months for an appointment. By the time help arrives, the window for intervention has passed. The American Psychological Association found that 60% of psychologists were reporting no openings for new patients, and more than 40% were carrying waiting lists of 10 or more patients.
Trust is low. Employees often do not know what their EAP offers. If they have heard of it, they assume it will be unhelpful, outdated, or too limited. A bad first experience, like being handed a referral list and told “good luck,” discourages future use.
Scope is limited. Most EAPs are structured around a handful of free sessions. Once those are done, employees are on their own. This transactional model fails to build momentum or long-term change.
Put simply, EAPs are stuck in a crisis-era design, while employee needs have evolved.
The Hidden Costs Employers Don’t See
Low EAP utilization might look like a savings on paper, but in reality it represents a hidden cost. When employees don’t get support, problems show up in other ways:
Lost productivity. Burnout, anxiety, and depression sap focus and performance. Gallup reports that employees experiencing daily stress are twice as likely to miss work and three times as likely to feel disengaged.
Increased turnover. Workers who feel unsupported are more likely to quit. Replacing them costs 1.5–2x their salary. Mental health is now one of the top three drivers of voluntary turnover across industries.
Higher medical and disability claims. Stress-related conditions like insomnia, migraines, and hypertension drive up medical costs. Mental health conditions are also the leading cause of short- and long-term disability claims.
The irony is that an unused EAP doesn’t save money. It shifts costs into productivity loss, turnover, and claims. The bill is still being paid, but in less visible ways.
Why Coaching Works (and Employees Actually Use It)
The good news is employees are not avoiding care altogether. They are just looking for support that feels approachable, fast, and relevant to their real lives. That is why coaching works.
Approachable and stigma-free. Talking to a coach feels like self-improvement, not treatment. Employees can frame it as working on resilience, productivity, or stress management rather than “needing therapy.” That reframing removes a barrier.
Faster access. Wave members connect with a coach the same or next day. Compare that to a 6-week therapy waitlist, and the difference is clear: care at the moment of need, not months later.
Trusted relationship. Instead of a rotating set of providers or an anonymous hotline, each Wave member works with one dedicated coach. That ongoing relationship builds trust and accountability over time.
Whole-person support. Coaches help with a wide range of challenges: grief, parenting, work stress, menopause, managing chronic illness. Employees do not need to fit into a diagnostic box to get care.
This is why Wave consistently sees 15–25% engagement rates, five times higher than traditional EAPs.
Coaching vs. Traditional EAPs at a Glance
The gap between traditional EAPs and coaching-first care shows up clearly when you look at the details:
Engagement: EAPs typically reach only 2–5% of employees. Coaching consistently engages 15–25%, meaning five times more people actually get support.
Access: With an EAP, therapy appointments often take weeks or months to schedule. Wave members connect with a dedicated coach the same or next day, so support arrives when it matters most.
Experience: EAPs usually offer a handful of sessions and a referral list, leaving employees on their own after limited contact. Coaching builds an ongoing relationship with one dedicated coach who knows each person’s goals and adapts support over time.
Scope: EAPs are designed for crises and acute issues. Coaching addresses the full spectrum of employee needs, severe anxiety and depression to stress, grief, and burnout to navigating chronic conditions or work-life balance. Employees do not need to be in crisis to benefit.
Outcomes: EAPs rarely measure results. Wave measures continuously, and the impact is clear: within weeks, 70–73% of members show measurable improvements in anxiety and depression, with up to 50% symptom reduction. Thirty-day retention is ten times higher than typical wellness apps, and for one national health plan, Wave projected over $3 billion in savings by Year 5 by shifting 70% of outpatient therapy to coaching.
The contrast is clear: most EAPs are a check-the-box benefit, while Wave’s coaching is an engine for engagement, measurable outcomes, and ROI that scales.
Why This Matters Now
The workforce is at a breaking point. Stress and burnout remain high, healthcare costs keep rising, and younger generations expect employers to provide meaningful mental health support. A check-the-box EAP is no longer enough.
Coaching-first care solves the utilization problem by meeting employees where they are, with fast access, less stigma, and measurable outcomes. Employers see improvements in productivity, retention, and healthcare spend. Health plans see scalable population-level impact. And employees finally feel supported in ways that make a real difference.
Wave was built for this moment. 🌊
FAQs
Why don’t employees use most EAPs?
Because they feel stigmatizing, hard to access, and transactional. Most employees don’t even know what their EAP offers, and if they do, they often assume it will not help.
Is coaching just “light” support?
No. Wave’s NBHWC-certified coaches handle mild to severe needs, guided by clinical protocols. Coaches are trained as navigators, escalating cases when needed. High-acuity cases are reviewed weekly by clinical leadership.
How quickly can employees access Wave coaching?
Same day or next day. Employees do not wait weeks for care, they begin building momentum right away.
What outcomes can employers expect?
70–73% of members improve within weeks. Engagement is five times higher than traditional EAPs. Employers see ROI through lower absenteeism, higher retention, and reduced medical claims.
Does coaching replace therapy?
Not entirely. Coaching is the entry point for most needs. When therapy is indicated, Wave guides members into licensed clinicians or trusted partners, ensuring no one falls through the cracks.
Ready to Solve the Traditional EAP Problem?
👉 See how Wave transforms underused EAPs into high-engagement, evidence-based care: Book a demo.